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Short Course: Corporate Intrapreneurship

Course Title: Customer Service Management

Venue: Mombasa, KENYA  
Learning Duration:  2 weeks 
Starting: 13 Nov 2017  Ending: 24 Nov 2017
Fees: 1500 USD
Payment Details: to cover tuition and training materials only.

Any organization that wants to become successful, competitive and to remain successful must care for its customers and deliver excellent service. In today's competitive environment satisfying customers' needs, wants and expectations is a very important objective of any organization regardless of whether it is for profit or non profit. Customers drive the way organizations should conduct their businesses.

Organizations must plan to deliver great service to the ever demanding and more enlightened customers. Poor customer service is very frustrating and cannot be tolerated. Leonard Berry (1995) wrote. "Everyone loses when service is poor. Customers lose. Employees lose. Senior Managers lose. Suppliers lose. Shareholders lose. Communities lose. The country loses. Poor service has no redeeming virtue, nor does mediocre service for that matter. Service excellence is more profitable, more fun, and more conducive to better future." Serious organizations would not like to lose its customers, hence, the need to strategize on improvement of its service delivery through training among others.

HOW PARTICIPANTS WILL BENEFIT

At the end of the course, participants will be able to:

  • Enhance organisation performance through customer service;
  • Explain the importance of customers and their expectations;
  • Apply principles to develop and maintain customer service driven culture in their organizations;
  • Identify and implement elements for great service;
  • Apply techniques to enable the organization develop and implement effective complaints management system;
  • Identify the appropriate attitudes, methods and approaches for handling different types of customers;
  • Assist participants evaluate and improve their interpersonal relationships as well as effective communication;
  • Evaluate and improve their interpersonal relationships as well as effective communication.

WHO SHOULD ATTEND?

Staff from Directors to Supervisors involved with customers services, sales and marketing, customer relationship management and other middle to senior managers whose work is closely related to providing customer services.

TOPICS INCLUDE

  • Introduction to customer care: concept and practice; good and bad customer care;
  • Making your customers feel special; role of service provider in excellent customer care;
  • The concept of customer service in supporting the core business of the organization;
  • Important framework (model) and approach in making the organization excellent customer service – how to inculturate service excellence in the organization;
  • Customer relationships management;
  • Creating customer service driven culture;
  • Interpersonal and organizational communication skills;
  • Management of customer complaints;
  • Negotiation skills;
  • Benchmarking;
  • Customer service charter;
  • Measuring customer satisfaction;
  • Developing customer care programme. Customer Service Management

Venue : Mombasa, KENYA

Dates : 13th - 24th November, 2017 (2 weeks)

Fees : US$ 1500 to cover tuition and training materials only.

COURSE OVERVIEW

Any organization that wants to become successful, competitive and to remain successful must care for its customers and deliver excellent service. In today's competitive environment satisfying customers' needs, wants and expectations is a very important objective of any organization regardless of whether it is for profit or non profit. Customers drive the way organizations should conduct their businesses.

Organizations must plan to deliver great service to the ever demanding and more enlightened customers. Poor customer service is very frustrating and cannot be tolerated. Leonard Berry (1995) wrote. "Everyone loses when service is poor. Customers lose. Employees lose. Senior Managers lose. Suppliers lose. Shareholders lose. Communities lose. The country loses. Poor service has no redeeming virtue, nor does mediocre service for that matter. Service excellence is more profitable, more fun, and more conducive to better future." Serious organizations would not like to lose its customers, hence, the need to strategize on improvement of its service delivery through training among others.

HOW PARTICIPANTS WILL BENEFIT

At the end of the course, participants will be able to:

  • Enhance organisation performance through customer service;
  • Explain the importance of customers and their expectations;
  • Apply principles to develop and maintain customer service driven culture in their organizations;
  • Identify and implement elements for great service;
  • Apply techniques to enable the organization develop and implement effective complaints management system;
  • Identify the appropriate attitudes, methods and approaches for handling different types of customers;
  • Assist participants evaluate and improve their interpersonal relationships as well as effective communication;
  • Evaluate and improve their interpersonal relationships as well as effective communication.

WHO SHOULD ATTEND?

Staff from Directors to Supervisors involved with customers services, sales and marketing, customer relationship management and other middle to senior managers whose work is closely related to providing customer services.

TOPICS INCLUDE

  • Introduction to customer care: concept and practice; good and bad customer care;
  • Making your customers feel special; role of service provider in excellent customer care;
  • The concept of customer service in supporting the core business of the organization;
  • Important framework (model) and approach in making the organization excellent customer service – how to inculturate service excellence in the organization;
  • Customer relationships management;
  • Creating customer service driven culture;
  • Interpersonal and organizational communication skills;
  • Management of customer complaints;
  • Negotiation skills;
  • Benchmarking;
  • Customer service charter;
  • Measuring customer satisfaction;
  • Developing customer care programme.

Course No:  2017-11-13-3-17-1718

Apply Online

PROGRAMME ANNOUNCEMENTS

BUSINESS SCHOOL NEW INTAKE DATES FOR 2017

8 Feb 2017
The following are the 2017 intake dates for the Business School DBA/PhD COMMENCEMENT DATES S...
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